CX3 mobilizes your entire workforce around a unified customer experience (CX) mission. Fractional CXO leadership, battle-tested framework, proven results.
— Ken McLoughlin, Fractional CXO Leader
Most companies approach customer experience with tactical fixes. Hire a customer success person. Buy better software. Train the support team. These moves stop the bleeding - but they only get you so far.
Great customer experience doesn't come from just adding more people and tools. It comes from leadership that mobilizes your entire workforce around one unified CX mission - where everyone understands how their work impacts customers and feels empowered to act on it.
What's missing is the prioritized strategic direction - the CX context that shapes every job description, every decision, every empowerment conversation across your organization. That's where most companies lose. And it's your biggest opportunity.
Every company sits in one of three positions
Competing on products and services alone, while competitive advantages fade over time. Reactive operations, siloed teams, customer frustrations compounding. You're losing ground to competitors who've made CX their competitive barrier.
Keeping customers from leaving, but not creating advocates. Your teams work harder, not smarter. There's no unified CX mission. Low collaboration. Low innovation. Results plateau because leadership hasn't activated the workforce.
Unified CX operations, empowered teams, customers becoming your growth engine. You've mobilized an army of people around a common mission, and it shows in every metric that matters.
The difference between these states isn't budget. It's not team size. It's CXO leadership strategy.
Research from Bain, Gartner, and Forrester validates battle-tested results from 100+ real-world deployments:
Companies with great CX and high NPS scores are capable of delivering results like:
| Customer Impact (NPS) | Employee Impact (ePS) | Financial Impact (EBITDA) |
|---|---|---|
|
2-4X
Higher retention rates
|
30-65%
Lower turnover
|
2-3X
Higher company valuations
|
|
5-10X
Customer lifetime value
|
40%
Higher productivity
|
25-95%
EBITDA improvement
|
These aren't incremental gains. They're competitive advantages that compound over time.
The challenge? Most $5M to $125M companies think they're not ready for a CXO. So they wait. Years pass. Opportunity costs rack up. Competitors pull ahead.
CX3 Strategy changes that. You get CXO leadership NOW - on a fractional basis - enabling you to leapfrog peers who are still thinking tactically.
Not departmental tactics. We work at the C-suite level to help make CX your organization's core success factor and unifying mission.
Not theory. The CX3 framework has been proven across 100+ real-world deployments and customized to your business.
Not reports and goodbye. You get fractional CXO leadership that becomes part of your team - embedded, ongoing, accountable. Strategy activation and results delivery from the inside, not the sidelines.
CX3 delivers all three. Not consulting advice. A complete operating system.
Unlike consultants who deliver reports and disengage, we work directly with your leadership and teams to activate a proven framework. We adapt to your pace and capacity - this isn't cookie-cutter implementation. You control the tempo and key decision making because getting it right matters more than getting it done. We leverage the team and budgets you already have. No $250K+ salary, no equity, no six-month executive search. Agile deployment, measurable results, strategic advantage.
Great CX requires leadership that mobilizes your entire organization. The CX3 framework integrates four domains into one high-performance engine that drives customer loyalty (NPS), employee engagement (ePS), and profitability (EBITDA).
CX3 is the only fractional CXO firm that integrates all four critical domains into one unified system.
We help elevate CX as a core performance driver by aligning vision, mission, and shared values - building trust and authentic empowerment across the organization. We help apply transparent planning that empowers teams, grows leaders, and links CX directly to success and financial outcomes.
We help transform support into an intelligence engine - not just a cost center. This includes maximizing first-contact resolution, implementing omnichannel access with AI-powered capabilities, improving systems and processes, and creating closed-loop escalations that turn detractors into promoters.
We help build long-term customer engagement instead of transactional interactions. We help refine lifecycle touchpoints, engage proactively before issues arise, leverage cross-team collaborations and frontline innovations, and activate your promoter community to improve retention, loyalty, and lifetime value.
Your workforce is your CX engine. We help embed CX accountability into roles, reviews, and incentives. We celebrate CX and values while linking shared success to company, team, and individual performance across EBITDA, NPS, and ePS - fostering a high-performance tribal culture where "working together, we are great" becomes reality.
For 20+ years, Ken ran service desk and BPO organizations where he played three roles simultaneously: the business leader who understood P&L and strategy, the frontline CX executive engineering and deploying solutions, and the culture architect who transformed his companies into "one team, one mission" organizations. This complete-system view - seeing how leadership commitment, CX strategy, and culture execution must work together - gave him something rare: the ability to integrate what competitors kept siloed.
While competitors had siloed experts, Ken was beating bigger, better-resourced players with mobilized teams. He deployed these principles across 100+ client organizations throughout his career, then formalized the complete system into CX3 Strategy as a fractional leadership solution. The insight was undeniable: The companies that won weren't the ones with bigger budgets - they were the ones that mobilized their workforce around authentic customer centricity.
His portfolio spans $165M in service delivery across major brands like Walmart, Hasbro, Thermo Fisher, Callaway Golf, and Hitachi Consulting, alongside dozens of high-growth SMB organizations. Multiple Best Places to Work awards, Golden Stevie Award for CX excellence, Inc 5000 recognition, WorldBlu certifications.
This is integrated leadership - business, CX execution, and culture transformation - not consulting advice. Ken lived these principles in his own companies and proven them across hundreds of client engagements.
CX3 Strategy is built for companies experiencing:
If you're ready to embrace customer experience as your primary driver of performance and competitive advantage, CX3 provides the fractional CXO leadership and proven framework to make it happen.
Let's talk about transforming your CX strategy.
Taking 2-3 founding clients to work directly with Ken.
Limited availability.
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